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1.发明公开公开(公告)号：US20240244135A1
公开(公告)日：2024-07-18
申请号：US18617130
申请日：2024-03-26
Applicant: Verizon Patent and Licensing Inc.
Inventor： Srinivasa KANIGANTI , Madhu TALUPUR , Sankar SHANMUGAM , Amol CHAKRADEO , RajeshKhanna SINGA RAMALINGAM
CPC classification number: H04M3/493 , H04M3/5307 , H04M2203/1058
Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.
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2.发明公开公开(公告)号：US20240089372A1
公开(公告)日：2024-03-14
申请号：US17931603
申请日：2022-09-13
Applicant: Verizon Patent and Licensing Inc.
Inventor： Srinivasa KANIGANTI , Madhu TALUPUR , Sankar SHANMUGAM , Amol CHAKRADEO , RajeshKhanna SINGA RAMALINGAM
CPC classification number: H04M3/493 , H04M3/5307 , H04M2203/1058
Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.
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3.发明公开公开(公告)号：US20240320017A1
公开(公告)日：2024-09-26
申请号：US18186702
申请日：2023-03-20
Applicant: Verizon Patent and Licensing Inc.
Inventor： RajeshKhanna SINGA RAMALINGAM , Kumaradevan Chandrabose , Deenaraj Joshi Jangam , Srinivasa Kaniganti , Sankar Shanmugam
IPC: G06F9/451 , G06F3/0484 , G06N3/006
CPC classification number: G06F9/453 , G06F3/0484 , G06N3/006
Abstract: In some implementations, a support system may receive, from a user device, a support request to setup a support session. The support system may establish the support session based on the support request by enabling support communications associated with the support session to be exchanged between a terminal device associated with the support system and the user device. The support system may determine an intent associated with the support session by using artificial intelligence processing to process one or more utterances received from the user device. The support system may provide, to the terminal device, a delegation message that includes an option to enable the support communications associated with the support session to be exchanged between the user device and an assisting device associated with the support system. The assisting device may execute an automated support agent. The support system may provide one or more support messages generated by the automated support agent to the user device based on a selection of the option included in the delegation message.
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公开(公告)号：US20240236237A1
公开(公告)日：2024-07-11
申请号：US18151090
申请日：2023-01-06
Applicant: Verizon Patent and Licensing Inc.
CPC classification number: H04M3/5233 , H04L51/04 , H04M3/4365
Abstract: In some implementations, an agent-assistance platform may receive a first call stream. The agent-assistance platform may identify a first topic of the first call stream. The agent-assistance platform may output, using a recommendation model, one or more recommendations associated with the first topic of the first call stream. The agent-assistance platform may determine whether a recommendation, of the one or more recommendations, is selected for inclusion in the first call stream. The agent-assistance platform may update the recommendation model with information indicating whether the recommendation is selected for inclusion in the first call stream. The agent-assistance platform may receive a second call stream. The agent-assistance platform may identify a second topic of the second call stream, the first topic being the same as the second topic. The agent-assistance platform may selectively output, using the updated recommendation model, the recommendation for the second call stream.
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